Customer Support-AI Operations

Kimcc Services; Bengaluru; On-site; INR 600,000 - 1,000,000; Full time

Job summary

KIM.CC, an AI-powered customer support company, is hiring International Customer Support Professionals who can manage global interactions, validate AI-generated responses, and ensure high-quality resolutions.

This role focuses on International Chat, Email, Non-Voice or Voice support, working US shifts, and collaborating with AI-assisted workflows to maintain SLAs, CSAT, and ticket quality in fast-paced environments.

Qualifications

• 2–5 years of experience in Customer Support, preferably international.
• Experience in International Chat, Email, Non-Voice, or Voice processes.
• Strong written and verbal English communication.
• Understanding of customer support KPIs, including CSAT, SLA, and ticket quality.
• Ability to identify errors in customer responses and apply SOPs accurately.
• Exposure to AI-assisted support tools or AI response validation is highly preferred.
• Willingness to work US shifts is mandatory.

Responsibilities

• Handle customer queries through chat, email, voice, and helpdesk platforms as required; maintain SLA, CSAT, quality and productivity standards.
• Review AI-generated customer support responses for accuracy, completeness, and policy compliance; classify as Correct, Partially Correct, or Incorrect; accept, modify, or reject AI-generated suggestions.
• Provide structured feedback to improve AI-generated responses; identify gaps in SOPs, knowledge bases, and customer support workflows; escalate complex issues and automation errors as needed.

Skills

International support

English proficiency

High-volume support

SOP compliance

AI-assisted tools

Quality assurance

Escalation handling

US shift readiness

Tools

Zendesk

Gorgias

Freshdesk

Intercom

Shopify

Job description

Role & responsibilities

AI Native Agent Customer Support & AI Operations

Company: KIM.CC
Location: HSR Layout, Bangalore
Experience: 2–5 Years
Employment Type: Full-Time
Shift: US Shift (Mandatory)
Industry: Customer Support / BPO / eCommerce / AI-Assisted Operations

About KIM.CC

KIM.CC is an AI-powered customer support company helping international eCommerce and D2C brands deliver exceptional customer experiences through AI + Human Hybrid Support.

We are hiring experienced International Customer Support Professionals who can manage customer interactions, validate AI-generated responses, identify inaccuracies, and ensure high-quality customer resolutions.

This role is ideal for candidates with experience in International Chat, Email, Non-Voice, or Voice Support who are comfortable working with AI-assisted customer service workflows.

Key Responsibilities

1. International Customer Support

• Handle customer queries through chat, email, voice, and helpdesk platforms as required.
• Resolve customer issues accurately while following SOPs and client policies.
• Manage high-volume ticket queues (60–100 tickets daily).
• Maintain SLA, CSAT, quality, and productivity standards.

2. AI Response Validation & Quality Review

• Review AI-generated customer support responses for accuracy, completeness, and policy compliance.
• Classify AI responses as Correct, Partially Correct, or Incorrect.
• Accept, modify, or reject AI-generated suggestions before customer delivery.
• Identify incorrect resolutions, missing information, and policy violations.

3. AI Feedback & Process Improvement

• Provide structured feedback to improve AI-generated responses.
• Identify gaps in SOPs, knowledge bases, and customer support workflows.
• Conduct quality checks on AI-assisted and automated customer interactions.
• Escalate complex customer issues and automation errors appropriately.

Required Skills

• 2–5 years of experience in Customer Support, preferably handling international customers.
• Experience in International Chat, Email, Non-Voice, or Voice processes.
• Strong written and verbal English communication skills.
• Understanding of customer support KPIs, including CSAT, SLA, and ticket quality.
• Ability to identify errors in customer responses and apply SOPs accurately.
• Exposure to AI-assisted support tools or AI-generated response validation is highly preferred.
• Ability to handle high-volume customer interactions.
• Willingness to work US shifts is mandatory.

Preferred Skills

• Experience with Zendesk, Gorgias, Freshdesk, Intercom, Shopify, or similar tools.
• Background in eCommerce, D2C, order management, refunds, or returns.
• Experience in customer support quality assurance, ticket auditing, or AI response evaluation.
• Familiarity with ChatGPT or AI-assisted customer support workflows.

Important

This is a Customer Support Operations role, not an AI Engineering or Software Development role.

No coding or technical development experience is required.

We are specifically looking for Customer Support professionals who can combine customer handling expertise with AI response validation and quality assurance.

Join KIM.CC and work at the intersection of International Customer Support and AI-powered Customer Experience.